This workflow is project-based, whenever an opportunity for improvement of the organizational design arises.

Discuss required changes with the Operations Officer

Understand why the update needs to take place, who is affected by it and in larger scope projects (with more people included) participate in a System Update workshop.

Sketch a user journey

Create a user journey for the particular experience or system flow. Make sure you map every relevant stakeholder and take into consideration tangential workflows.
You can use this Miro board to create a new use journey. Use black arrows for progressions of a specific role and blue arrows for knowledge transfer between different roles.
Make sure you cover as many details as possible.

Research and explore tools

Based on the user journey and the biggest challenges to be addressed (from the conversation or workshop with the Operations Officer), research tools that will support the user journey, reduce friction and ensure an overall delightful experience for the stakeholders/users.
Find the most low-cost collection of tools that will solve the problem. Keep in mind that the onboarding to these tools should be as low as possible too, ideally reducing friction in the short- and long term.
During this research phase, you also want to estimate the amount of work the implementation will take in order to negotiate and agree on a fair compensation for the system update.

Discuss user journey and update with Operations Officer

In case this has not been part of the workshop, communicate the best solution you could find and seek approval from the Operations Officer.

Prototype update

Based on your research, find the easiest way to set up a small prototype environment of the update. You can use screenshots of the tools stitched together in Figma or a short implementation of the user journey.
If the update is small enough, you can also create it in a safe environment that will not affect the rest of the organization.

User test update

Depending on the complexity of the update, there are three options to user test a new update in a safe environment:
  1. 1.
    Ask the Operations Officer and discuss the update 1:1
  2. 2.
    Contact a few people who will be affected by the system update and ask them for their opinion, showing them the update and explaining how much that will affect their work
  3. 3.
    Conduct structured user interviews, asking potential users who will be affected by the change to interact with your prototype and provide feedback.
Discuss with the Operations Officer which option will be the most suitable given the complexity of the update.
After you received the feedback, discuss it with the Operations Officer, in case additional changes are needed.

Rollout update to current system

Implement changes or a new tool or update the current infrastructure of existing tools (Typeform, Zapier, etc.)
Add changes to the documentation in GitBook.